Quality Assurance Professional
Job Overview:
We are seeking a highly skilled Quality Assurance Professional to join our team. In this role, you will be responsible for providing support to ensure Operations delivery meets agreed standards and business requirements.
Key Responsibilities:
* Monitors and enhances employee performance through coaching on quality and market-specific requirements.
* Trains Reps on quality enhancements and supports the development of all team members.
* Works with Market Team Leads to educate and develop Reps.
* Provides backup to the training department as needed.
* Attends meetings to review results and performs data analysis to establish trends as requested.
* Assists Training and Quality Leads in preparing projects aimed at driving quality and operational delivery.
* Handles Quality systems onsite.
* Performs administrative duties as required.
* Supports Team Leaders in establishing action plans or performance improvement plans to enhance Rep quality performance.
* Provides feedback on policies to improve quality.
* Monitors cases of assigned agents in QA spoken languages.
* Delivers ongoing feedback to Reps.
* Prepares and distributes reports.
* Attends professional development activities.
* Delivers just-in-time training to auditors on new or changing Content Policies.
* Reviews decision accuracy audits for consistency and alignment with community standards and internal policies.
* Investigates escalations of inaccurate decisions and mentors auditors on audit tools and systems.
* Develops process documentation and aggregates feedback about audit tool functionality.
* Carries out ad hoc activities to meet business needs.